Call Center Quality Agent

Overview

Quality Assurance & Monitoring

• Regularly review call recordings and monitor live calls to assess agent performance against established quality standards, customer satisfaction metrics, and compliance requirements.
• Evaluate customer interactions to ensure adherence to service excellence standards and organizational policies.
• Identify trends, performance gaps, and areas for improvement through quality monitoring activities.

Coaching & Performance Development

• Provide detailed feedback and coaching to call center agents to improve performance and service quality.
• Conduct one-on-one coaching sessions to address performance deficiencies and support skill development.
• Assist in the onboarding and training of new agents by introducing quality standards, call handling procedures, and performance expectations.
• Support continuous learning initiatives to enhance overall team effectiveness.

Compliance & Process Improvement

• Ensure agents comply with legal, regulatory, and company requirements during all customer interactions.
• Work closely with supervisors and operational teams to address recurring issues and implement corrective actions.
• Recommend process improvements based on quality findings and operational trends.
• Stay informed about industry best practices and emerging quality assurance methodologies.

Reporting & Analytics

• Compile and maintain weekly, monthly, and quarterly quality reports.
• Analyze key performance indicators including Average Handle Time (AHT), First Call Resolution (FCR), Customer Satisfaction (CSAT), and quality scores.
• Present findings and recommendations to management to support operational decision-making.
• Track corrective actions and monitor performance improvement initiatives.

Qualifications

• Bachelor's Degree in Business, Management, or a related field.
• Minimum 3 years of experience in Call Center Quality Assurance.
• Strong understanding of call center operations, quality monitoring processes, customer service protocols, and industry standards.
• Experience within a healthcare environment is preferred.

Skills & Competencies

• Strong analytical and problem-solving skills.
• Proficiency in quality assurance tools and reporting systems.
• Excellent coaching, mentoring, and performance management skills.
• Strong verbal and written communication abilities.
• Ability to analyze performance data and provide actionable recommendations.
• Strong attention to detail and commitment to service excellence.
• Ability to manage multiple priorities in a fast-paced environment.
• Proficiency in Microsoft Office and reporting tools.

Language Requirement

• English – Required
• Arabic – Required